Internet provider says it is the firewall. Phone carrier says it is the network. Software vendor says it is Microsoft. Your staff should not have to referee technology companies.
Business problems cross vendor boundaries. We troubleshoot far enough to identify the failing layer, then communicate with the provider in the language and evidence needed to move the issue forward.
Internet providers, carriers, Microsoft, Google, software vendors and hardware manufacturers become participants in the resolution instead of separate dead ends for the customer.
Vendor management is not just making phone calls. It is knowing enough about each layer to challenge assumptions and provide useful evidence.
Technology vendors are easier to manage when somebody can prove where the fault is, speak their language and keep ownership of the business problem until it is resolved.